Analyst - Systems Management

1 day ago


Abu Dhabi, United Arab Emirates Nathan & Nathan Full time

A large government organization is looking to hire a Systems Management Analyst Specialist in Abu Dhabi, UAE who will be the focal point for all business users in relation to IT services and proficiently resolve or as appropriate refer user requests to designated support personnel to ensure adequate and timely response to user queries.

**Main Duties and Responsibilities**:

- Responds to and where possible resolves IT incidents and requests in a highly professional manner
- Oversee the acknowledgement, registration and classification of user calls
- Perform a key role in delivering and maintaining the end user experience
Coordinate periodic Security Patching to all user endpoints as per the agreed IT schedule
- Prepares and distribute support schedules including after office hours schedules to IT staff
- Manage end-user communication with regards to IT maintenance schedules and unplanned maintenance
- Produce periodic and ad-hoc management reports for all Helpdesk systems
- Manage the entire lifecycle of incident-, request
- and problem tickets
- Manage the registration, update and life-cycle of SLA related information in the Helpdesk tool
- Thorough understanding of the service portfolio and their interdependencies
- Develop and maintain excellent communication with IT stakeholders, end-users and external vendors
Manage and maintain the employee joiner and leaver processes in line with other relevant or interdependent wide processes
- Implement and maintain required changes in the Helpdesk tool to support relevant ITSM processes (request, incident, change-, problem management)
- Update and maintain IT helpdesk templates through their life-cycle
- Coordinates activities with and escalates issues to vendors when services cannot be restored in-house and/or when the relevant expertise is known to be delivered by an external party
- Assists IT engineers / other IT staff in providing first line support when workloads are high, or when additional guidance is required.
- Support the problem management process by identifying and classifying the necessary information that will serve as further input for the process
- Carry out other similar or related duties as required.
**Education and Experience**:
Education
- Bachelor Degree or equivalent.
- ITIL Certification
- Certification on Microsoft Products such as Operating Systems and Applications is desirable

Experience
- Seven years’ experience in similar discipline.
- Trouble shooting skills on IT Experience
- Technical Expertise / Skills / Knowledge
- Trouble Shooting skills in IT
- Very good communication skills
- Working Knowledge of Microsoft Operating systems and Applications for at least two years
- Strong interpersonal skills and ability to interact effectively with individuals from different cultural backgrounds.


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